SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR HEAD BARTENDER (MIXOLOGIST)

Transcription

1 Occupation: Head Bartender (Mixologist) Occupation Description: The Head Bartender (Mixologist) is responsible for providing the highest level of hospitality when preparing and serving alcoholic and non-alcoholic beverages. This includes performing all necessary tasks to service alcoholic and non-alcoholic beverages according to the organisation's standard, conduct weekly training sessions on beverage pouring practice, cocktail mixing, bottle flaring and up-selling. He/She must achieve total customer satisfaction and organisational profitability through effective utilization of all resources, and work towards the timely set up of the bar areas and the completion of all mise en place works in line with the opening hours. He should provide excellent customer service and possess great interpersonal skills. He is expected to be well-presented, smart in appearance and well groomed with an outgoing and friendly attitude and a high aptitude for customer care. He should also be a hands-on and proactive person, be able to work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and customers alike. He is expected to work on a shift pattern to cover early morning and late evening opening hours, and may also need to work some weekends and public holidays. Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

2 The skills expected of the Head Bartender (Mixologist) are summarised as below: Skill Category Skill Analytical, Conceptual and Evaluative 1. Apply Systems Thinking in Problem-Solving and Decision- Making Business Continuity Management 2. Manage and Implement Business Continuity Plans 3. Manage Crisis Situations Business Negotiation 4. Participate in Dispute Resolution 5. Participate in Negotiations Change Management 6. Lead Team to Implement Change Communications 7. Identify and Establish Internal and External Stakeholder Relationships Food and Beverage Service 8. Manage Cost and Quality Controls 9. Manage Food and Beverage Operations 10. Analyse Alcoholic Beverage Business 11. Manage Customer Service 12. Prepare and Serve Cocktails and Mocktails 13. Prepare Molecular Mixology Beverages 14. Understand and Analyse Spirits 15. Create Cocktail 16. Understand Cuisines and Cultures of the World 2

3 Information and Results 17. Analyse Service Quality and Customer Satisfaction Innovation 18. Contribute to Innovation Processes within Own Scope of Work in the Business 19. Foster Service Innovation Leadership 20. Lead with Service Vision People and Relationship Management 21. Manage Cross Functional and Culturally Diverse Teams 22. Optimise Workforce for Service Excellence People Development 23. Conduct Staff Performance Assessment Process 24. Develop and Motivate Team Members through Capability Development 25. Manage Training Personal Management and Development 26. Develop Self to Maintain Professional Competence at Managerial Level Planning and Implementation 27. Administer Purchasing and Receiving Procedures 28. Implement Loss/Risk Prevention 29. Provide Information for Management Decision Making Project Management 30. Implement Project Administration Processes 3

4 Risk Management 31. Facilitate Compliance with Legislative and Regulatory Requirements 32. Manage Compliance with Food and Beverage Hygiene Policies and Procedures Site/Outlet and Equipment Management 33. Manage Site/Outlet and Equipment Maintenance 4

5 Skill Code ES-ACE-501G-1 Skill Category Skill Sub-Category Analytical, Conceptual and Evaluative N/A Skill Apply Systems Thinking in Problem Solving and Decision Making Skill Description This skill describes the ability to apply systems thinking to assess organisational issues. It also includes formulating and implementing solutions to address issues typically encountered by one assuming a managerial role. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Definitions of systems thinking Benefits of systems thinking Organisation from a systems perspective Situations that can affect the achievement of desired goals and outcomes Comparison of the various system thinking tools and their application Comparison of the various systems thinking approaches and their application to problem-solving Characteristics and application of the decision-making models Limitations of appropriate evaluation process to assess effectiveness of chosen solutions Possible success indicators of chosen solutions 5

6 Application and Adaptation It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Analyse issues that affect the achievement of desired goals and outcomes in the macro context Apply systems thinking approaches and processes to identify the root causes of non-achievement of desired goals and outcomes and the homeostasis of the organisation Develop an implementation plan for the chosen solutions to resolve issues that affect the achievement of desired goals and outcomes in an organisation Assess the effectiveness of the chosen solutions using an appropriate evaluation process Innovation and Value Creation It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Use systems thinking tools to formulate possible solutions to resolve issues that affect the achievement of desired goals and outcomes Select suitable solutions using established criteria to resolve issues that affect the achievement of desired goals and outcomes Recommend corrective actions to improve chosen solutions Document the process of applying systems thinking in problem-solving and decision-making according to organisational guidelines and appropriate methods 6

7 Learning to Learn It refers to the ability to develop and improve one s self within and outside of one s area of work. Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Engage in self-reflection to view problems from a holistic manner taking into account overall structures, patterns and cycles Definitions of systems thinking must include: A way of helping a person to view systems from a holistic perspective that includes seeing overall structures, patterns and cycles in systems, rather than seeing only isolated events in the system A way to identify the root causes of issues in organisations and to address them A way of understanding that emphasises the relationships among a system's parts, rather than the parts themselves Systems thinking approaches and their application to problemsolving must include: Soft Systems Methodology (SSM) which includes: o Identification of outputs, attributes, criteria, measurements scales and models o Search for and generate different alternatives o Designing interventions to various components o Confirming system with relevant stakeholders Total Systems Intervention (TSI) which includes: o Creativity phase: Focuses on different aspects of the organisation s functioning o Choice phase: Choosing a set of methodologies to suit particular characteristics of the organisation s situation o Implementation phase: Generating specific proposal for change Systems design which includes: o Forecasting o Model building and simulation o Optimisation and control Strategic Assumption Surfacing and Testing (SAST) includes: 7

8 o Group formation: A large group of people split into various groups o Assumption surfacing and rating: Groups discuss and list all assumptions inherent in systems o Within group dialectic debate: Eliminates irrelevant assumptions Ensures that assumption is self-evident and significant in the outcome of the strategy chosen and implemented o Between groups dialectic debate: Extracts agreed assumptions o Debates on contentious assumptions to achieve agreement Final synthesis Groups all come together to propose and resolve all outstanding controversies Policy decisions will be made then o Critical Systems Heuristic (CSH) which includes: To identify boundary judgements systematically To analyse alternative reference systems for defining a problem or assessing a solution proposal To challenge in a compelling way any claims to knowledge or rationality or improvement that rely on hidden boundary judgments or take them for granted Version Control Version Date Changes Made Edited by ES-ACE-501G-1 1-Sep-16 Initial Version WDA 8

9 Skill Code BM-BCM-405E-1 Skill Category Skill Sub-Category Business Continuity Management N/A Skill Manage and Implement Business Continuity Plans Skill Description This skill describes the ability to manage and implement business continuity plans. It includes identifying business continuity team and roles and responsibilities of members, executing, reviewing and refining business continuity plans, coordinating crisis response and recovery activities, managing resource usage, as well as communicating business continuity plans to employees. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Own role in implementation of business continuity plans Composition of business continuity team Types of continuity plans Business continuity resources Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Identify business continuity team and relevant roles and responsibilities in consultation with relevant stakeholders to ensure organisational preparedness for business continuity management Execute business continuity plans in accordance with recovery strategies, business continuity strategies and framework to ensure alignment of activities Coordinate the organisation's crisis response and recovery activities in accordance with business continuity policies to ensure alignment of activities Identify and manage synergies and conflicts in resource availability and access in consultation with relevant stakeholders to ensure optimum resource allocation 9

10 Implement procedures to communicate with and educate employees on business continuity plans to ensure organisational awareness Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Review and refine business continuity plans to enhance organisational effectiveness in business continuity management Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate empathy and appreciation of others' views and issues when working with stakeholders to implement business continuity plans to maintain positive working relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in self-reflection to identify own areas for improvement in the management and implementation of business continuity plans Improve own capability in implementing business continuity plans by subscribing to diverse learning channels and participating in review platforms with peers and supervisors to enhance workplace performance Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. 10

11 Version Control Version Date Changes Made Edited by BM-BCM-405E-1 4-Aug-17 Initial Version SSG 11

12 Skill Code BM-BCM-407E-1 Skill Category Skill Sub-Category Business Continuity Management N/A Skill Manage Crisis Situations Skill Description This skill describes the ability to execute crisis management plan to manage crisis situations. It also includes allocating resources, executing and documenting response and recovery activities and communicating organisational crisis management key messages to relevant stakeholders. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Operational roles and responsibilities of a manager handling a crisis Documentation components for crisis response and recovery activities Communication plan for managing crisis Application and Adaptation It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Allocate resources to manage response-handling in accordance with crisis management plan Identify crisis response and recovery activities for implementation in accordance with recovery strategies and business continuity strategies to ensure alignment of activities Document crisis response and recovery activities data in accordance with information format requirements to facilitate follow-up actions Implement 'return-to-normal' procedures in accordance with crisis management plan to ensure alignment of activities Communicate organisational crisis management key messages to relevant stakeholders to provide updates 12

13 Innovation and Value Creation It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Review crisis management process to identify areas for improvement Social Intelligence and Ethics It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage own emotions to maintain composure and display selfconfidence and resilience when dealing with challenges in a crisis situation Respond appropriately to emotional cues of organisation members during a crisis situation to manage negative emotional climate and provide reassurance Learning to Learn It refers to the ability to develop and improve one s self within and outside of one s area of work. Augment own knowledge on crisis management by subscribing to diverse learning channels and discussion platforms to ensure continuous learning for workplace application Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. 13

14 Version Control Version Date Changes Made Edited by BM-BCM-407E-1 1-Sep-16 Initial Version WDA 14

15 Skill Category Business Negotiation Skill Code BM-BN-402E-1 Skill Sub-Category N/A Skill Participate in Dispute Resolution Skill Description This skill describes the ability to prepare and participate in dispute resolution to reach agreeable outcomes. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types of disputes Evidence to support case Communication and conflict resolution techniques Relevant precedents Relevant legislation and regulations Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Prepare case to gather support for position Participate in dispute resolution processes to achieve desired dispute resolution outcomes Reach dispute resolution outcomes to obtain concurrence from both parties Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Identify opportunities to strive for negotiation outcomes to add value to the organisation and achieves a win-win outcome for both parties 15

16 Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage self to maintain composure, self-confidence and resilience when dealing with challenges in the conflict resolution process Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in self-reflection to identify areas for improvement in managing dispute resolution process Improve own conflict resolution skills by seeking feedback from peers and supervisors to enhance own capability in managing conflicts Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Relevant legislation and regulations must include: Billing policies Organisational human resources policies Financial regulations and policies Employment Act Industrial Relations Act Workplace Safety and Health Act Employment of Foreign Manpower Act International legislation Version Control Version Date Changes Made Edited by BM-BN-402E-1 1-Sep-16 Initial Version WDA 16

17 Skill Category Business Negotiation Skill Code BM-BN-401E-1 Skill Sub-Category N/A Skill Participate in Negotiations Skill Description This skill describes the ability to participate in negotiations. It includes preparing alternatives and outcomes to support negotiation objectives, applying communication and conflict resolution techniques during negotiation, taking follow-up actions to close negotiation, as well as evaluating negotiation outcomes to identify areas of improvement. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Components of negotiation plans Negotiation roles and responsibilities Negotiation processes and techniques Relevant precedents Relevant legislation and regulations Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Plan and prepare alternatives and outcomes for both parties in negotiations to support negotiation objectives Apply communication and conflict resolution techniques to achieve desired negotiation outcomes Finalise negotiation and take necessary follow-up actions to close negotiation 17

18 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Monitor and evaluate negotiation outcomes against objectives in accordance with organisational procedures to determine potential areas of improvement for future negotiations Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage self to maintain composure and self-confidence when conducting negotiations Learning to Learn develop and improve one s self within and outside of one s area of work. Study past dispute resolutions to identify best practices that may be applied to the current negotiation situation Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Relevant legislation and regulations may relate to: Billing policies Organisational human resources policies Financial regulations and policies Employment Act Industrial Relations Act Workplace Safety and Health Act Employment of Foreign Manpower Act International legislation 18

19 Version Control Version Date Changes Made Edited by BM-BN-401E-1 12-Oct-16 Initial Version SSG 19

20 Skill Category Change Management Skill Code LPM-CHG-301C-0 Skill Sub-Category N/A Skill Lead Team to Implement Change Skill Description This skill describes the ability to implement change processes within a team. It also includes identifying opportunities for innovation and implementing changes to work practices and continuous improvements to systems and processes. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Legal and ethical considerations relating to the implementation of change and continuous improvement Organisational policies and procedures relating to the implementation of change and continuous improvement Relevant professional or industry codes of practice and standards relating to the implementation of change and continuous improvement The relationship between high level strategy and changes required in the processes and operations of teams The relationship between high level strategy and continuous improvement systems and processes at the team level Implications and impact on employees and the organisation arising from change processes and continuous improvement systems and processes Key concepts and importance of a learning organisation in relation to organisational change Models and methods for managing change Theories and principles of change management 20

21 Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Participate in the development of a learning organisation to support the development of individuals within the team and work environment Support and model enterprising behaviours and risk taking within the team to drive desired behaviours Prepare and communicate plan for implementation of change and reinforce intended outcomes and benefits to the team to facilitate change implementation Assign roles and responsibilities to implement change strategies and processes Identify systems and behaviours that may support or limit change processes and work with team members to plan for predictable consequences of change Provide support and resources to support change activities Communicate organisational continuous improvement processes and encourage team members to take responsibility for their participation Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse workplace performance and processes to identify opportunities for innovation, improved work practices and better use of technology Monitor performance of teams and individuals to identify opportunities for further improvement Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate empathy by acknowledging and addressing the feelings and perspectives of team members arising from the impact of change implementation to ensure individual needs are addressed 21

22 Learning to Learn develop and improve one s self within and outside of one s area of work. Keep abreast of change management systems and processes by subscribing to diverse learning channels and participating in peer discussion platforms to enhance own knowledge for workplace application Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by LPM-CHG-301C-0 1-Sep-16 Initial Version WDA 22

23 Skill Category Communications Skill Code BM-COM-301E-1 Skill Sub-Category N/A Skill Identify and Establish Internal and External Stakeholder Relationships Skill Description This skill describes the ability to establish and maintain internal and external stakeholder relationships to support organisational objectives. It also includes identifying stakeholder groups and assessing relationships between organisation and different stakeholder groups. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Definition of stakeholders Criteria for grouping stakeholders Factors to consider when assessing stakeholder relationships Communication techniques Importance of trust in establishing stakeholder relationships Methods of building trust and addressing gaps within relationships based on strengths and weaknesses Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Identify types of stakeholder groups to determine relevant parties to engage with Assess the relationships between organisation and different stakeholder groups to support and enhance communication efforts Assess stakeholders relationships with each other to determine alignment of goals 23

24 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Create networking opportunities to enhance relationships with various stakeholder groups to support organisational objectives Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate social awareness to adapt to the emotional context of the social exchange to maintain stakeholder relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in regular self-reflection to identify ways to improve stakeholder relationships to support organisational objectives Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. 24

25 Version Control Version Date Changes Made Edited by BM-COM-301E-1 1-Sep-16 Initial Version WDA 25

26 Skill Code FSS-FBP Skill Category Food and Beverage Production Skill Sub-Category N/A Skill Manage Cost and Quality Controls Skill Description This skill describes the ability to standardise recipes, use yield calculations for purchase decisions, determine direct material cost and monitor product quality. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types and characteristics of costs Yield calculation concept, methodologies and application in controlling cost and profitability Impact of standardised recipes on cost recovery and profit margins Methods to control product quality Indicators of quality for different types of food Methods of conducting product audits Strategies to ensure facility, equipment and staff compliance with standards Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Perform, analyse and apply periodic yield calculation for other purpose Control and estimate cost Control product quality and safety 26

27 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained 27

28 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBP August 2017 Initial Version SSG and SPRING Singapore 28

29 Skill Code FSS-FBP Skill Category Food and Beverage Production Skill Sub-Category N/A Skill Manage Food and Beverage Operations Skill Description This skill describes the ability to manage Food and Beverage (F&B) operations. It also includes applying knowledge of various food and beverage outlet concepts, planning employee schedules to match business demands, managing opening, operating and closing procedures, administering purchasing and inventory systems, interviewing, hiring and training staff and developing food and beverage operating budgets. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Various concepts of food and beverage outlets Methods and considerations in developing employee schedules Roles and job specifications for staff positions Hiring and screening activities for job applicants Employment regulations and union agreements Opening, operating and closing shift procedures Importance of managing inventory and minimum stock levels Purchasing procedures Steps in developing budgets History of sales and expenditures Importance of managing budgeted and actual financial transactions Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Develop and review staff schedules to ensure adequate manpower for each shift Conduct recruitment selection and hiring in line with regulations and agreements with union Manage opening, operating, and closing of shifts Monitor stock levels and purchasing activities and conduct inventory audits Examine historical sales and expenditure figures 29

30 Prepare budgets and related documentation Investigate variances between actual and budgeted amounts, determining causes and potential solutions, in accordance with organisational procedures Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for operations improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment 30

31 Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBP August 2017 Initial Version SSG and SPRING Singapore 31

32 Skill Code FSS-FBS Skill Category Skill Sub-Category Food and Beverage Service Beverage Skill Analyse Alcoholic Beverage Business Skill Description This skill describes the ability to analyse the production of alcoholic beverages. It also includes examining the influence of economic and legal factors on alcohol beverage consumption. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Production levels of wine, spirits and beer beverages in various countries and regions Characteristics and legislation of various continents and countries producing, exporting and importing wine, spirits and beers International social, health and legal regulations related to alcohol consumption Consumer practices and behavioural responses to marketing strategies and advertising Market trends in the alcoholic beverage business Marketing strategies of major international companies Restrictions on marketing and advertising of alcoholic beverages Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Source and curate selection of alcoholic beverages Analyse current customers profiles and their preferences on alcoholic beverages Develop plans to reach out to wider customer bases Source new beverages business opportunities and develop marketing strategies for them Create policies and standard operating procedures (SOPs), according to the alcoholic beverages regulations and legislation Train and educate staff to comply with the alcohol regulations and legislation 32

33 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for business improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with alcohol legislative requirements Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand 33

34 Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act and all updates and current policies Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Liquor Control (Supply and Consumption) Act Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 34

35 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category Service Skill Manage Customer Service Skill Description This skill describes the ability to enhance service standards, maintain and improve customer service systems, initiate training programmes and ensure that service standards are implemented. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Organisation's mission statement, goals and objectives and how these relate to service Required service standards in food and beverage outlets Methods to write standards and plans for customer service systems Methods to communicate and train employees in organisational service standards and gather feedback from them Methods to analyse service gaps Importance of regular visits to kitchens and service areas Identification and address of on-going issues with processes and products Identification of processes and products that do not meet standards Importance of continuous improvements in customer service systems Processes and methods to improve customer service systems Areas of improvement when identifying improvements to customer service systems Identification of, and follow-up on, customer concerns Procedures to conduct audits Application and Adaptation and activities required Review or develop policies, procedures and manuals for service standards Communicate service standards to staff and management 35

36 of the occupation, and the ability to react to and manage the changes at work. Ensure that service standards and importance of service recovery are adhered to Observe implementations of service standards through regular visits to kitchens and food service areas Identify areas that require improvements and generate ideas for improvement Create new plans for achieving service standard goals Determine implications of potential service standard changes Determine objectives and timelines for improvement Determine objectives, timeline, planning and resources required to implement improvements Establish budgets and plan for training in service standards Interact with customers to determine satisfaction levels Follow up on customer concerns and on-going issues Conduct internal audits to ensure that service standards are being complied with, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for customer service improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines 36

37 Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 37

38 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category Beverage Skill Prepare and Serve Cocktails and Mocktails Skill Description This skill describes the ability to prepare and serve a range of international cocktails and mocktails. It also includes preparing and maintaining the bar area for service, mixing and serving a range of mixed beverages to customers. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types and recipes of international cocktails Types and recipes of mocktails Characteristics and quality standards of cocktails and mocktails Importance of knowing bar- and beverage-related terms and alcoholic beverage labels Types, uses and maintenance of bar equipment and utensils Types of glassware and serving temperatures Techniques of drink mixing, blending and igniting flambé cocktails Impact of ice on drinks Impact of igniting alcohol on drink characteristics Housekeeping and operation shift duties Legislative requirements pertaining to handling, consumption and labelling of alcoholic beverages Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Perform bar housekeeping and operation duties Prepare ingredients and mix cocktails and mocktails Serve cocktails and mocktails with garnishes and in appropriate glassware Observe guidelines for consumption of alcoholic beverages in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements 38

39 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analysis potential key area (technical/business related) for process improvement/value creation to the organisation and suggest ways to adapt existing techniques and drawing from personal experiences and feedback Generate ideas to create new cocktail and mocktail concoctions Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Ensure compliance with legislative requirements Build and develop relationships with new/existing customers and internal stakeholders Persuade customers to observe responsible alcohol consumption Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organizational objectives Deal with ethical/professional issues and make judgement in accordance to organisation s current practice/guideline Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/or past experience to generate technical or business solutions in unfamiliar areas Attempt to apply learning from other areas of work Coach others to overcome constrains at work Constantly update learning in relevant work area to adapt to changing environment Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) 39

40 Liquor Control (Supply and Consumption) Act Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 40

41 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category Beverage Skill Prepare Molecular Mixology Beverages Skill Description This skill describes the ability to apply unique techniques used in cutting-edge luxury cocktails, and the practical applications of science in the bar. It also includes understanding main molecular techniques, including spherification, foams and airs, basic molecular ingredients and their safe use in molecular mixology, implementing practical molecular techniques into a working environment, and producing various molecular mixology cocktails to a high standard. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types and uses of tools and equipment for preparing molecular mixology beverages Types, characteristics and indicators of quality for cooking and baking ingredients used in preparing molecular mixology beverages Types of drinks and fruits commonly used in molecular mixology Methods, techniques and science behind spherification, reverse spherification and suspension Importance of preparing and chilling foam, caviars and pearls in advance Unusual, but acceptable, flavour pairing techniques Techniques of smoking and aromatising Techniques for performing flambé Safety guidelines when dealing with molecular mixology ingredients Importance of adding garnishes, and presentation, in molecular mixology Application and Adaptation and activities required Assemble tools and equipment for preparing molecular mixology beverages Measure, prepare and check the quality and quantity of ingredients used in molecular mixology beverages 41

42 of the occupation, and the ability to react to and manage the changes at work. Perform techniques to create spheres, caviar, jelly shots, foams and bubbles Use gelatin and alginate to thicken liquid bases for suspension techniques Create new flavours, textures and presentations to enhance drinking experiences, using various methods in molecular mixology Carbonate fruits in soda siphons or whippers Add smoke to aromatise mixology drinks Perform flambé Identify and use garnish to enhance flavours and presentations, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Generate ideas to create new products Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines 42

43 Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 43